Brandon Mikhail Carr
New Orleans,LA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Reservations
Windsor Court
New Orleans, LA
10.2021 - Current
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provided customers with information about availability and pricing
- Resolved various issues and discrepancies for customers
- Handled billing information over phone
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Prepared customer invoices, accepted payments and processed refund and cancellation requests
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations
- Provided follow through on all calls with confirmations and dissemination of requested information
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
- Handled reservations and answered questions from interested patrons for busy 330-room hotel
Accounting
Higgins Hotel, Tapestry Collection By Hilton
New Orleans, LA
01.2021 - 10.2021
- Gathered financial information, prepared documents, and closed books
- Documented cash, credit, fixed assets, accrued expenses and line of credit transactions
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations
- Reconciled accounts and reviewed expense data, net worth and assets
- Evaluated and improved accuracy and completeness of financial records
- Supported monthly reporting analysis to achieve validation of internal reports and to reconcile production operations and general ledger
- Reviewed accounting structures and procedures on regular basis to identify areas in need of improvement
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies
- Brought errors to near-zero in reporting, payroll administration and general bookkeeping
- Partnered with auditors on annual audits and realized compliance with governmental tax guidelines
- Identified and investigated variances to financial plans and forecasts
- Maintained up-to-date knowledge on permits, certificates and documents mandatory for government departments
- Followed up with customers to collect specific financial information and verify details for preparation of annual 1095 forms
Front Office Supervisor
Higgins Hotel, Tapestry Collection By Hilton
New Orleans, LA
10.2019 - 01.2021
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices
- Established and updated work schedules to account for changing staff levels and expected workloads
- Coached employees through day-to-day work and complex problems
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime
- Utilized client and staff feedback to maintain customer partnerships and increase revenue
- Assisted Front Office Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Dispersed petty cash to employees and collected and managed receipts
- Interpreted management directives to define and document administrative staff processes
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse
Night Auditor
Hilton Garden Inn Convention Center
New Orleans, LA
04.2019 - 11.2019
- Completed daily front desk operations consisting of PBX, creating hotel reservations, guest registration, and check-in/checkouts
- Answered all guest inquires and assisted with all in house guest request
- Assisted FOM and sales team with blocking rooms, creating new reservations, completing traces, managing hotel inventory and balancing room types
- Settled credit card charges through batch processing
- Ensured all reservations including OTA's had been properly processed and reconciled prior to night audit
- Balanced all cash and credit receipts
- Reviewed and accounted for all direct billing, house accounts, valet charges, comped rooms and breakfast and reported to Front Office Manager
- Ensured hotel would reach threshold by adjusting price-points prior to night audit
- Made nightly cash deposits, logged bank statements, monitored and submitted daily reports, organized and verified receipts; identified, researched, and corrected discrepancies
- Generated reports outlining room occupancy totals, daily transactions, revenue totals for management review
- Performed daily computer system back-up
- Represented hotel as Manager on Duty in regards to guest complaints and situations that required instant action during night audit shift
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies
Front Office Manager
Troubadour Hotel, Tapestry Collection By Hilton
New Orleans, LA
10.2017 - 04.2019
- Manage daily front office operations and department productivity, managing and driving ADR, room inventory, room sale price-points and adjusting them based on business demand
- Oversee budgeting, departmental meetings, and team member appraisals, evaluate and address issues and make improvements accordingly
- Conduct interviews, hiring and training of new employees to hold them accountable
- Assign duties and shifts to workers utilizing forecasting and scheduling tools to provide maximum efficiency and labor savings
- Manage monthly P/L reports, annual and monthly budgets as well as weekly labor reports to run department successfully
- Observe performances to ensure adherence to hotel polices and established operating procedures
- Create and implement new department policies and standard operating procedures that ensure excellent customer service and safe working environment for all staff
- Oversee daily front desk operations consisting of PBX, creating hotel reservations, guest registration, and check-in/checkouts
- Addressed all escalated guest issues to assure satisfactory hotel stay
- Daily use of Hilton hotel property management systems such as OnQ PM, IDM, Accounts Receivables R&I and Hilton Lobby Applications
- Assisted Accounting Manager in EOM of reconciliation
- Assisted Accounting Manger in reviewing charges backs
- Reviewed all Tax Exemption documents and inputted in system for corporate accounting team
- Applied advance purchases payments
- Assisted sales team with specific billing instructions for group reservation, conventions and special events
- Reviewed all rate overrides, POS settlements and reported to General Manager
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Coached employees through day-to-day work and complex problems
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Completed bi-weekly payroll for 20 employees
- Trained team members on new hotel services and products to support promotional efforts
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Created, prepared and delivered reports to various departments
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Defined clear targets and objectives and communicated to other team members
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns
Front Office Supervisor
Troubadour Hotel, Tapestry Collection By Hilton
New Orleans, LA
02.2017 - 10.2017
- Assisted FOM with managing daily front office operations and department productivity, managing and driving ADR, room inventory, room sale price-points and adjusting them based on business demand
- Oversaw front desk operations such as guest registration, blocking rooms, creating new reservations, completing traces, managing hotel inventory and daily availability
- Assisted with training of front desk agents on PMS and stressed importance of strong focus on customer service
- Assume manager on duty shift in absence of FOM and GM
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Dispersed petty cash to employees and collected and managed receipts
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices
- Created, prepared and delivered reports to various departments
- Established and updated work schedules to account for changing staff levels and expected workloads
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Delivered performance reviews, recommending additional training or advancements
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse
Night Auditor
Troubadour Hotel, Tapestry Collection By Hilton
New Orleans, LA
11.2016 - 02.2017
- Completed daily front desk operations consisting of PBX, creating hotel reservations, guest registration, and check-in/checkouts
- Answered all guest inquires and assisted with all in house guest request
- Assisted FOM and sales team with blocking rooms, creating new reservations, completing traces, managing hotel inventory and balancing room types
- Settled credit card charges through batch processing
- Ensured all reservations including OTA's had been properly processed and reconciled prior to night audit
- Balanced all cash and credit receipts
- Reviewed and accounted for all direct billing, house accounts, valet charges, comped rooms and breakfast and reported to Front Office Manager
- Ensured hotel would reach threshold by adjusting price-points prior to night audit
- Made nightly cash deposits, logged bank statements, monitored and submitted daily reports, organized and verified receipts; identified, researched, and corrected discrepancies
- Generated reports outlining room occupancy totals, daily transactions, revenue totals for management review
- Performed daily computer system back-up
- Represented hotel as Manager on Duty in regards to guest complaints and situations that required instant action during night audit shift
Workforce Specialist/Interim Acting Director
Department Of Defense Army
Yongsan Army Base, South Korea
01.2009 - 11.2016
- DEPARTMENT OF DEFENSE
- Managed all aspects of CYS Services' youth workforce preparation component to include development and implementation of HIRED! Youth work/study program
- Worked closely with Garrison Family and Morale, Welfare & Recreation (MWR) activity program managers to identify and establish HIRED! Partnership locations sites with thin FMWR Programs
- Implemented four 12-week-long Hired! Apprenticeship terms annually with designated FMWR partner location sites to included processing apprentice recruitment actions, reviewing time sheets, and arranging appropriate stipends
- Held outreach programs and recruitment sessions for teens interested in HIRED! program by hosting and/or participating in annual community job fairs with Garrison, partnering with Department of Defense Education and Homeschooled Teens
- Served as SNACS Global Contracting Specialist for CYS Services purchasing request, dealing with amounts in surplus of $50,000 in non-appropriated government funds
- Purchase card holder (Monthly limit $100,000)
- Managed and operated TLMS and ATAAPS time and attendance systems for Non-Appropriated, Korean
- Nationals and General Scheduled (GS) employees
- Assisted facility director with day to day operations ensuring all regulations and standards were followed
- Provided program oversight and accountability of staff and safety and wellbeing of children and youth
- Prepared worked schedules for assigned staff and assisted in developing of policies, procedures and SOP's to support programs needs and goals
- Partnered with educators to instruct and mentor students with developmental and physical disabilities
- Worked closely with manager to provide effective assistance for specific aspects of business operation
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation
- Applied safety knowledge, codes understanding and project management skills to complete tasks quickly and with minimal down time
- Networked with local and regional businesses to promote partnerships and drive growth
- Directed financial operations and administered budgets
- Trained and mentored new employees on industry practices and business operations
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets
- Built and strengthened relationships with vendor representatives in order to maintain consistent supplies
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs
Education
Bachelor of Science - Business Administration And Management
Liberty University
Lynchburg, VA05.2004
Skills
- Staff Management
- Issue and Conflict Resolution
- Managing Cash Register
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Finance and Accounting Operations
- Administration and Reporting
- Project Management
- Managing Employee Relations
- Performance Tracking and Evaluations
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Reservations
Windsor Court
10.2021 - Current
Accounting
Higgins Hotel, Tapestry Collection By Hilton
01.2021 - 10.2021
Front Office Supervisor
Higgins Hotel, Tapestry Collection By Hilton
10.2019 - 01.2021
Night Auditor
Hilton Garden Inn Convention Center
04.2019 - 11.2019
Front Office Manager
Troubadour Hotel, Tapestry Collection By Hilton
10.2017 - 04.2019
Front Office Supervisor
Troubadour Hotel, Tapestry Collection By Hilton
02.2017 - 10.2017
Night Auditor
Troubadour Hotel, Tapestry Collection By Hilton
11.2016 - 02.2017
Workforce Specialist/Interim Acting Director
Department Of Defense Army
01.2009 - 11.2016
Bachelor of Science - Business Administration And Management
Liberty University
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